Use this file to discover all available pages before exploring further.
Back to Analytics OverviewWallboards give contact center administrators and supervisors a high-resolution, real-time display of operational KPIs, suitable for large screens and full-screen viewing.
Select the ellipsis and select Launch Wallboard. The wallboard opens in a new browser tab.
You can also go to Contact Center AI > Analytics > CONTACT CENTER > Wallboards.
Dashboard data refreshes every 60 seconds. Live widget data refreshes every second.
Center WideQueue SpecificCenter Wide AbandonedSelect the icon beside the wallboard selection menu to open the wallboard (Center Wide, Queue Specific, and Center Wide Abandoned) in a new browser window.
Number of conversations waiting in the selected queue.
Closed
Number of conversations properly closed by agents in the selected queue.
Active
Number of conversations in active conversations with agents in the selected queue.
Abandoned
Number of conversations abandoned in the selected queue.
Longest Wait
Longest wait time for all conversations in the selected queue (format: NNNh NNm NNs).
Transferred Out
Number of conversations transferred to other queues from the selected queue.
Avg. First Response Time (FRT)
Average first response time for all conversations in the selected queue.
Queue Load Percentage
Ratio of current queue demand to queue handling capacity, as a percentage. Formula: (Waiting conversations + Active conversations) / (Available agents * Target conversations per agent) * 100%
The bottom section of the wallboard displays the following queue data.
Name
Live/Time-Based
Description
Offered
Time-Based
Count of all conversations offered.
Waiting
Live
Count of all conversations currently waiting in the queue.
Answered
Time-Based
Count of all conversations accepted by any agent.
Timed Out
Time-Based
Count of all conversations timed out while waiting in the queue.
Abandoned
Time-Based
Count of all conversations abandoned in the queue.
Transferred
Time-Based
Count of all conversations transferred from this queue.
ACR
Time-Based
Percentage of conversations abandoned in queue or timed out divided by offered conversations.
Agents
Live
Count of all available or system-busy agents assigned to the queue with the required skill combination.
Load
Live
Queue load calculated using the queue load formula from the Queues and Agents dashboard. Skills are ignored for this metric.
Longest Waiting Time
Live
Duration of the longest wait for any conversation currently waiting in the queue with the skill.
Queue-Skill Combinations TableThe Queue-Skill table breaks down abandoned conversation counts by the combination of queue and skill that was active at the moment each conversation entered the queue.How rows are assignedEach row in the table represents a unique Queue + Skill pair. A conversation is counted against a queue-skill row based on the skill it carried at the time it entered that queue, not the skill associated with it at the end of the call.If a conversation moves through multiple queues and its skill changes between queues, each queue counts it for the skill it held at entry into that specific queue. The same conversation can appear in multiple rows if it passed through multiple queues with different skills.Example:
Queue
Skill
Counted
Reason
Q1
S1
✅ Yes
Conversation C1 had skill S1 when it entered Q1.
Q1
S2
❌ No
C1 was not linked to S2 when it entered Q1.
Q2
S2
✅ Yes
C1 had skill S2 when it entered Q2.
Conversations with no skillIf a conversation enters a queue with no skill assigned, it appears in the table as a separate row with the queue name and a blank skill value.
Queue
Skill
Q1
Blank
Blank-skill rows display only when skill-less conversations exist for that queue. If no such conversations exist, the row is omitted.If the scroll text toggle is enabled, the configured text scrolls at the bottom of the page at the selected speed.
